{"id":44583,"date":"2026-05-13T12:56:14","date_gmt":"2026-05-13T07:26:14","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=44583"},"modified":"2026-05-13T12:56:14","modified_gmt":"2026-05-13T07:26:14","slug":"how-ai-recommends-the-next-best-action-in-crm-with-real-examples","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2026\/05\/how-ai-recommends-the-next-best-action-in-crm-with-real-examples\/","title":{"rendered":"How AI Recommends the Next Best Action in CRM (With Real Examples)"},"content":{"rendered":"<p><img decoding=\"async\" class=\"alignnone size-full wp-image-44592\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action.png\" alt=\"Next Best Action\" width=\"2100\" height=\"1200\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action.png 2100w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-300x171.png 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-1024x585.png 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-768x439.png 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-1536x878.png 1536w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-2048x1170.png 2048w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-660x377.png 660w\" sizes=\"(max-width: 2100px) 100vw, 2100px\" \/>Most teams using Dynamics 365 have access to rich customer data, detailed activity history, and powerful dashboards. Yet a common problem remains: <strong>users still don\u2019t know what to do next<\/strong>.<\/p>\n<p>They open a record, review data, and pause to decide the next step. That delay, repeated across deals and cases, impacts productivity, response time, and revenue.<\/p>\n<p>This is where <strong>Next Best Action in Dynamics 365 CRM<\/strong> becomes essential.<\/p>\n<h3>Key Takeaways<\/h3>\n<ul>\n<li>CRM data alone does not drive action<\/li>\n<li>Decision delays reduce conversions and engagement<\/li>\n<li>AI-driven recommendations improve prioritization and timing<\/li>\n<li>Context-aware guidance eliminates guesswork<\/li>\n<li>Explainable AI recommendations increase user trust and adoption<\/li>\n<\/ul>\n<h3>The Problem: Data Without Direction<\/h3>\n<p>Dynamics 365 helps you:<\/p>\n<ul>\n<li>Capture leads, opportunities, and service cases<\/li>\n<li>Track emails, calls, and meetings<\/li>\n<li>Monitor performance through dashboards<\/li>\n<\/ul>\n<p>But it does <strong>not guide users on the next step<\/strong>.<\/p>\n<p>This leads to:<\/p>\n<ul>\n<li>Missed or delayed follow-ups<\/li>\n<li>Poor prioritization of high-value records<\/li>\n<li>Inconsistent engagement strategies<\/li>\n<li>SLA risks in customer service<\/li>\n<\/ul>\n<p>This creates a <strong>gap between insight and execution<\/strong>.<\/p>\n<h3><img decoding=\"async\" class=\"alignnone size-full wp-image-44589\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-1.png\" alt=\"Next Best Action\" width=\"1380\" height=\"359\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-1.png 1380w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-1-300x78.png 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-1-1024x266.png 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-1-768x200.png 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-1-660x172.png 660w\" sizes=\"(max-width: 1380px) 100vw, 1380px\" \/><\/h3>\n<h3>The Shift: From Data to Action<\/h3>\n<p>To close this gap, CRM needs to move from <strong>data visibility \u2192 action guidance<\/strong>.<\/p>\n<p><strong>Next Best Action CRM<\/strong> analyzes:<\/p>\n<ul>\n<li>Historical data<\/li>\n<li>Activity patterns<\/li>\n<li>Engagement signals<\/li>\n<li>Success outcomes<\/li>\n<\/ul>\n<p>And delivers:<\/p>\n<ul>\n<li>Real-time recommendations<\/li>\n<li>Priority levels<\/li>\n<li>Confidence scores<\/li>\n<li>Clear reasoning<\/li>\n<\/ul>\n<h3>Where Standard CRM Falls Short<\/h3>\n<p>Without an intelligent layer:<\/p>\n<ul>\n<li>Users rely on experience, not data<\/li>\n<li>New users struggle with decisions<\/li>\n<li>No consistent best practices<\/li>\n<li>Timing decisions are guess-based<\/li>\n<\/ul>\n<p>Result: <strong>slow execution and missed opportunities<\/strong><\/p>\n<h3>Bridging the Gap With AI<\/h3>\n<p><a href=\"https:\/\/www.inogic.com\/product\/productivity-apps\/ai-automate-workflow-next-best-action-dynamics-365-crm\/?utm_source=inogic-blog&amp;utm_medium=NBA&amp;utm_campaign=Iblog\"><strong>Next Best Action<\/strong><\/a> embeds intelligence directly into Dynamics 365.<\/p>\n<p>Instead of analyzing data manually, the system:<\/p>\n<ul>\n<li>Detects patterns automatically<\/li>\n<li>Identifies key signals<\/li>\n<li>Recommends the most effective next step in real time<\/li>\n<\/ul>\n<h3>Key Capabilities (With Real Examples)<\/h3>\n<ul>\n<li><strong>Context-Aware Recommendations<\/strong><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\">Triggered based on activity, inactivity, or record changes<\/p>\n<p style=\"padding-left: 40px;\"><strong>Example:<\/strong><br \/>\nA lead moves from <em>Contacted \u2192 Negotiation<\/em><br \/>\nRecommendation: Send proposal or schedule a demo<br \/>\nWhy: Similar deals progressed faster with immediate engagement<\/p>\n<p style=\"padding-left: 40px;\"><img decoding=\"async\" class=\"alignnone size-full wp-image-44584\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-2.jpg\" alt=\"Next Best Action\" width=\"1365\" height=\"636\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-2.jpg 1365w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-2-300x140.jpg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-2-1024x477.jpg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-2-768x358.jpg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-2-660x308.jpg 660w\" sizes=\"(max-width: 1365px) 100vw, 1365px\" \/><\/p>\n<ul>\n<li><strong>Optimal Timing Prediction<\/strong><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\">Suggests the best time to act based on historical success<\/p>\n<p style=\"padding-left: 40px;\"><strong>Example:<\/strong><br \/>\nA prospect typically responds to emails on Tuesday mornings<br \/>\nRecommendation: Send follow-up at that time<br \/>\nOutcome: Higher open and response rate<\/p>\n<ul>\n<li><strong>Explainable AI<\/strong><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\">Provides reasoning behind every recommendation<\/p>\n<p style=\"padding-left: 40px;\"><strong>Example:<\/strong><br \/>\nAction: Schedule follow-up call<br \/>\nWhy: Customer engaged recently but hasn\u2019t responded<br \/>\nGoal: Maintain momentum and increase conversion probability<\/p>\n<p style=\"padding-left: 40px;\"><img decoding=\"async\" class=\"alignnone size-full wp-image-44585\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-3.jpg\" alt=\"Next Best Action\" width=\"1383\" height=\"761\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-3.jpg 1383w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-3-300x165.jpg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-3-1024x563.jpg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-3-768x423.jpg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-3-660x363.jpg 660w\" sizes=\"(max-width: 1383px) 100vw, 1383px\" \/><\/p>\n<ul>\n<li><strong>Actionable Activity Cards<\/strong><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\">Execute actions directly within CRM<\/p>\n<p style=\"padding-left: 40px;\"><strong>Example:<\/strong><br \/>\nUser clicks \u201cTake Action\u201d<br \/>\nOpens pre-filled call\/email activity<br \/>\nReduces time spent navigating screens<\/p>\n<p style=\"padding-left: 40px;\"><img decoding=\"async\" class=\"alignnone size-full wp-image-44586\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-4.jpg\" alt=\"Next Best Action\" width=\"284\" height=\"254\" \/><\/p>\n<ul>\n<li><strong>Priority &amp; Confidence Scoring<\/strong><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\">Helps users focus on high-impact actions<\/p>\n<p style=\"padding-left: 40px;\"><strong>Example:<\/strong><br \/>\nRecommendation A: High priority, 92% confidence<br \/>\nRecommendation B: Low priority, 60% confidence<br \/>\nUser focuses on A first<\/p>\n<ul>\n<li><strong>Daily\/Weekly Digest<\/strong><\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\">Summarized view of all critical actions<\/p>\n<p style=\"padding-left: 40px;\"><strong>Example:<\/strong><br \/>\nStart of day digest shows:<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>5 high-priority follow-ups<\/li>\n<li>2 at-risk opportunities<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"padding-left: 40px;\">User acts without scanning entire CRM<\/p>\n<h3 style=\"padding-left: 40px;\"><img decoding=\"async\" class=\"alignnone size-full wp-image-44587\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-5.jpg\" alt=\"Next Best Action\" width=\"858\" height=\"527\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-5.jpg 858w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-5-300x184.jpg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-5-768x472.jpg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-5-660x405.jpg 660w\" sizes=\"(max-width: 858px) 100vw, 858px\" \/><\/h3>\n<h3>Business Impact<\/h3>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-44588\" style=\"border: 1px solid #000000; padding: 1px; margin: 1px;\" src=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-6.jpg\" alt=\"Next Best Action\" width=\"1024\" height=\"765\" srcset=\"https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-6.jpg 1024w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-6-300x224.jpg 300w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-6-768x574.jpg 768w, https:\/\/www.inogic.com\/blog\/wp-content\/uploads\/2026\/05\/Next-Best-Action-6-660x493.jpg 660w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h3>FAQs<\/h3>\n<p><strong>1. How Can We Enable Next Best Action in Dynamics 365?<\/strong><\/p>\n<p>To enable <strong>Next Best Action<\/strong>:<\/p>\n<ol>\n<li>Install the Next Best Action solution in Dynamics 365<\/li>\n<li>Deploy the NBA AI\/ML Engine in your Azure subscription<\/li>\n<li>Configure the Azure Endpoint URL and API Key inside the app<\/li>\n<li>Configure entities, fields, activities, and success criteria<\/li>\n<li>Publish the configuration to trigger AI model training<\/li>\n<\/ol>\n<p>Once training is completed, recommendations begin appearing within Dynamics 365 forms, timelines, side pane, and digest views.<\/p>\n<p><strong>2. Can Next Best Action Correlate Historical Quote-to-Sales Order Conversion Data?<\/strong><\/p>\n<p>Yes. <strong>Next Best Action<\/strong> can analyze historical Quote-to-Sales Order conversion patterns to identify actions and engagement behaviours that contributed to successful conversions.<\/p>\n<p>The AI model can evaluate:<\/p>\n<ul>\n<li>Activities completed before conversion<\/li>\n<li>Follow-up timing and frequency<\/li>\n<li>Customer engagement signals<\/li>\n<li>Status progression patterns<\/li>\n<li>Related entity relationships<\/li>\n<\/ul>\n<p>If your Dynamics 365 environment maintains relationships between Quotes and Sales Orders, Next Best Action can use this historical data during training to generate recommendations aligned with successful conversion behaviors.<\/p>\n<p><strong>3. How Does Next Best Action Work for New Implementations with Limited Historical Data?<\/strong><\/p>\n<p>Next Best Action recommendations are based on historical CRM data and success outcomes.<\/p>\n<p>For new implementations:<\/p>\n<ul>\n<li>Administrators define the historical analysis period (typically 3\u201324 months)<\/li>\n<li>Configure entities, fields, activities, and success criteria<\/li>\n<li>Publish the configuration to start model training<\/li>\n<\/ul>\n<p>Even if limited data exists initially:<\/p>\n<ul>\n<li>The AI model continuously improves as new activities and outcomes are captured<\/li>\n<li>Recommendations become more accurate over time<\/li>\n<li>Models can be retrained whenever required<\/li>\n<\/ul>\n<p>This enables continuous learning and optimization.<\/p>\n<p><strong>4. Are Next Best Action Recommendations Visible in User Activity Views?<\/strong><\/p>\n<p>Yes. Users can access <strong>Next Best Action<\/strong> recommendations through:<\/p>\n<ul>\n<li>Activity Cards<\/li>\n<li>Timeline view<\/li>\n<li>Side Pane<\/li>\n<li>Digest emails<\/li>\n<li>\u201cMy Next Best Actions\u201d views<\/li>\n<\/ul>\n<p>Actions such as Complete, Dismiss, or Take Action are also tracked and reflected within the timeline for auditing and visibility.<\/p>\n<h3>Final Take<\/h3>\n<p>Dynamics 365 gives you visibility.<br \/>\nWhat teams need is <strong>clear direction<\/strong>.<\/p>\n<p>An AI-driven Next Best Action layer ensures every action is timely, relevant, and outcome-focused, turning CRM into a true execution engine.<\/p>\n<p><strong>Experience Next Best Action<\/strong> with a 15-day free trial from Inogic\u00a0<a href=\"https:\/\/www.inogic.com\/product\/productivity-apps\/ai-automate-workflow-next-best-action-dynamics-365-crm\/?utm_source=inogic-blog&amp;utm_medium=NBA&amp;utm_campaign=Iblog\" target=\"_blank\" rel=\"noopener\">website<\/a>\u00a0or\u00a0<a href=\"https:\/\/marketplace.microsoft.com\/en-us\/product\/dynamics-365\/inogic.ai-automate-workflow-next-best-action-dynamics-365?ocid=NBAengine_inogic_NBA\" target=\"_blank\" rel=\"noopener\">Microsoft Marketplace.<\/a><\/p>\n<p><strong>Stop asking users to guess the next step &#8211; help them act with confidence.<\/strong><br \/>\nContact us at <a href=\"mailto:crm@inogic.com\" target=\"_blank\" rel=\"noopener\"><strong>crm@inogic.com<\/strong><\/a> to see how Next Best Action can transform decision-making in your Dynamics 365 CRM!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Most teams using Dynamics 365 have access to rich customer data, detailed activity history, and powerful dashboards. Yet a common problem remains: users still don\u2019t know what to do next. They open a record, review data, and pause to decide the next step. That delay, repeated across deals and cases, impacts productivity, response time, and\u2026 <span class=\"read-more\"><a href=\"https:\/\/www.inogic.com\/blog\/2026\/05\/how-ai-recommends-the-next-best-action-in-crm-with-real-examples\/\">Read More &raquo;<\/a><\/span><\/p>\n","protected":false},"author":15,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1902,16,3309],"tags":[],"class_list":["post-44583","post","type-post","status-publish","format-standard","hentry","category-artificial-intelligence","category-dynamics-365","category-next-best-action"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/44583","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/comments?post=44583"}],"version-history":[{"count":3,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/44583\/revisions"}],"predecessor-version":[{"id":44593,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/posts\/44583\/revisions\/44593"}],"wp:attachment":[{"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/media?parent=44583"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/categories?post=44583"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.inogic.com\/blog\/wp-json\/wp\/v2\/tags?post=44583"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}